Customer Service Manager
About This Role
Role : Customer Service Manager Location : Abu Dhabi
Role Purpose: Deliver Excellent customer service in accordance with agreed standards
Key Accountabilities of the role
- Responsible to close customer complaints and ensure that customer is satisfied with the service provided
- Respond to customer service issues in a timely manner
- Leading a team of customer service officers to handle customer complaints, retention of customers
- Responsible for training the customer service agents on guidelines, procedures and service delivery
- Ensure TAT is adhered to and where possible exceed customer expectations including response time
- Co-ordinate and liaise with other departments in a professional manner
- Deliver right levels of service skills support to the customer service agent
- Participate in regular review and development meeting with key stakeholders
- Ensure compliance with bank policies
- Retain customers in line with the pricing matrix
Specialist Skills / Technical Knowledge Required for this role:
- Customer service skills in order to resolve customer complaints
- Display flexibility in dealing with clients and other team members
- Excellent problem solving skills
- Excellent communication skills
- Excellent negotiation skills
- Ad-hoc problem handling
- Very good training skills
- 2 years experience
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